本文選題：業(yè)務服務流程 + 再造��； 參考：《河北工業(yè)大學》2012年碩士論文

【摘要】：隨著中國銀行業(yè)的商業(yè)化以及對外開放的全面推進,整個銀行業(yè)的服務水平不斷提高，隨著家庭（個人）財富的迅速增長，客戶與服務地位的不斷攀升，一些優(yōu)秀的銀行開始提出流程銀行的概念，本質(zhì)就是倡導“以客戶為中心”的理念，滿足客戶的多樣化甚至日趨個性化的金融服務需求，從而來提升客戶的滿意度。 ABC分行為了倡導“以客戶為中心，以市場為導向”的經(jīng)營理念，從2007年以來率先在同業(yè)系統(tǒng)，開始著手進行網(wǎng)點轉(zhuǎn)型以及業(yè)務流程的優(yōu)化與再造，無論在經(jīng)營業(yè)績、企業(yè)形象上都取得了跨越式的提升，在組織架構(gòu)、服務流程標準化上都取得了長足進展，從總行到分行、到支行網(wǎng)點的各個層級、各部門都變成了客戶服務流程上的一個環(huán)節(jié)，都緊緊圍繞客戶，，形成一個快速反應的機制，調(diào)動集體的智慧，追求客戶服務的高效率和最大的價值回報。 本文以ABC分行網(wǎng)點為研究對象，著力研究分析該行業(yè)務流程目前流程現(xiàn)狀、現(xiàn)有流程存在那些問題、問題產(chǎn)生的原因以及如何解決等一系列問題，運用六西格瑪理論、ESCRI等方法進行分析研究，旨在發(fā)揮該行優(yōu)勢，彌補自身短板，提高該行的核心競爭力、同業(yè)占比，加快該行業(yè)務發(fā)展步伐，在當?shù)刈龃笞鰪姟?br/>[Abstract]:With the commercialization of China's banking industry and the overall promotion of opening to the outside world, the service level of the entire banking industry has been continuously improved, and with the rapid growth of household (personal) wealth, the status of customers and services has been rising. Some excellent banks begin to put forward the concept of process banking, which is essentially to advocate the concept of "customer-centered", to meet the diversified and even increasingly personalized financial service needs of customers, so as to enhance customer satisfaction. In order to advocate the "customer-centered, market-oriented" business philosophy, ABC Branch has taken the lead in the peer system since 2007, and began to carry out network transformation and business process optimization and reengineering, regardless of its business performance. The corporate image has made leaps and bounds, and great progress has been made in terms of organizational structure and standardization of service processes. From head offices to branches and branches to branches, all departments have become a link in the customer service process. Closely around the customer, to form a rapid response mechanism, mobilize collective wisdom, the pursuit of high efficiency of customer service and maximum value return. In this paper, ABC branch network as the research object, focus on the analysis of the current status of the bank's business processes, existing process problems, the causes of the problems and how to solve a series of problems. By using six Sigma theory and ESCRI, the purpose of this paper is to give full play to the advantages of the bank, to make up for its shortcomings, to improve the core competitiveness of the bank, to speed up the pace of business development of the bank, and to make it bigger and stronger in the local area.
【學位授予單位】：河北工業(yè)大學
【學位級別】：碩士
【學位授予年份】：2012
【分類號】：F274;F832.33

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